Empire Today
Reviews and Complaints

In February 2024, I purchased carpeting for my home for a total cost of $6050.;00 providing cash payment in full the day my carpet was installed. This cost also included $550 towards the Empire 5-year Service Plan. Seven months later I noticed the carpet was coming apart at the seam in my hallway. I phoned Empire and filed a claim, on Sept 24th an inspector came to inspect the carpet. Upon entering my home he immediately attacked the fact that I had dogs. I have two small dogs that are fully house trained, (I have a chime on my back door that they ring when they need to go out and potty). He than proceeded to pull up the carpet at the seam and said the carpet was coming apart from the backing which was caused by excessive water on carpet. I informed him I had not put excessive water on my carpet that I just purchased 7 months ago. He than proceeded to tell me he would come back in one week pull up my carpet and if he found stains underneath caused by my dogs I would be responsible for the repair or replacement of carpet. The Inspector never came back the following week, never called or made contact with me. I made contact with Empire once again was told someone would contact me regarding my claim. On October 31, I finally received a call only to be told that I had two options one with a cost to me of $356 the other $800 that they would not honor my service plan because I had applied excessive water to my carpet. I informed her that I had not she than proceeded to blame my dogs for the damage. I told her I would not accept the options given, she informed me there was nothing else they could offer me to repair the carpet. It is now Nov. 19th, my carpet is still not repaired nor is my service plan being honored.

Back in 2020 we reviewed many different flooring companies and made a decision to go with Empire. Due to their ratings of both pricing, installation and quality it seemed to be the best choice. Unfortunately, that was a major mistake on our part.

During the install of the flooring, we had done on our entire downstairs area (included kitchen, dining room & living room) all seemed to go well. Floor installers were professional and seemed to be the right choice when it came to look and quality.

Beginning in January of 2022, there seems to be cracks appearing, shown in attached pictures, which began to show my doubts with the quality of the flooring. Less than two years later, the flooring began to crack, and worse, begun to come up from the floor and separate (pictures attached).

Of course, this occurred after the contract expired which they only provided a one-year warranty with, and we all know not much will occur with flooring issues after only a year.

I am not arguing the contract at all but the actual quality of the flooring. For the flooring to begin having issues with less than two years is quite an eye opener. I have contacted Empire customer service with my concerns, and they tell me that it's my responsibility to fix since the contract was only for one year.

Totally get that but my issue, again, is with the quality of the flooring. If you want a flooring product that only will last roughly less than two years than look to go with Empire. We were in the process of doing our second floor with Empire but after what occurred on our first-floor area, there would be no chance of selecting them. They really need to work on the quality of their product and wanted to share this if anyone is looking for any type of flooring. Be very cautious with selecting Empire for your flooring needs.

We have been calling empire from the day it was done. (found it 10 mins after they left) they sit our clean air machine in front so we did not see. Have called so many times, give us a reference # and told someone will call within 24 hours. Never happen. We have been trying to get this taken care of for 10 weeks now. When we did get to talk to a real person they told us they would replace the door. Never happen. Really sad that a company like empire would string a customer along this long. Ten weeks is a long time. Would I recommend empire? I don't think so. Would you?

We are writing to bring your attention that we are not satisfied with having (6) floor transition pieces in our home. (4) doorways 3 bedrooms and (1) bathroom is in a small hall across from each other. (2) doorway master bedroom and master bathroom.

Tripping hazard and hard to get the wheelchair through the doors. Still under warranty.

Whole home with Laminate SO02137955 Eastwood - Fawn Chestnut.

March 22, 2023, Contract Number: 015TACY767 total $25,685.00

February 2, 2024, Contract Number: 015TADE007 Total $1,800.00

We are requesting that the 6 floor transition pieces be removed immediate.

Looking forward to your reply within a short time.

I have had vinyl flooring put in my kitchen, back in 2019. It is white and looks like marble. Was told it was stain resistant, but it does stain. Ans not covered under their warranty. So I lived with it.

But more recently, I have two tiles that were coming off on the corners, and eventually cracked.

I called Empire, twice, finally someone came out to inspect and blamed it on moisture.

Now these 2 tiles are nowhere near any pipes, sink, window, or water of any kind.

They also said the whole floor would have to be replaced since they are all connected.

This was shoddy installation in the first place and something needs to be done at their cost. This is not my fault.

I wish I never used this company.

This company has caused substantial damage to my home. They recently replaced the flooring throughout my house. The workers removed and reinstalled a toilet bowl and replaced it with a wax ring that was too small. Over the course of many months, toilet water slowly built up between the floor and the garage ceiling — this created damage, which they are refusing to repair. I have photo proof of the damages. My plumber has identified all of the blame is from Empire since the wax ring was too small, and each flush would slowly leak and accumulate below. The new wax ring my plumber installed fixed this issue immediately. In addition, all of the trim they installed is starting to peel, and a small area of the floor has already cracked and was replaced in less than a year. This leads me to believe their product won't last very long. I would not trust working with Empire in any capacity.

Had a carpet and laminate install 08/19/23. Several things incomplete. Bullnose to garage (now complete 8 weeks later) baseboards in three carpeted rooms (still not complete). Top layer of laminate lifting in the kitchen area and the upstairs hallway. Not the board but the laminate attached to the board. We had the company come back to access and they blamed it on my dog. Really? I found this out after the rude customer service rep called to check on the quality of service. The initial job overall is nice, but these things are a headache and to get them back out to take care of is awful. I purchased a warranty and just want my flooring that i paid for to be right. My dog did nothing in the kitchen or hallway to lift the flooring. It seems like maybe a bad box of laminate got laid. The rep gave us no time to talk she was just rude. I want resolve immediately.

Sales representative told me the total price would be $7550, and asked me to sign a contract for over $9700, but not to worry because it would "take a few hours" for the updated discount price to be reflected. I emailed him the following day to ask about when the updated contract would arrive, and I got an email bounce back saying the mail couldn't be delivered. Very shady. Also, the contract says you can send them cancellation via email, but doesn't provide any information on where to send the email or how to confirm that the cancellation was accepted.

On September 14, 2023 I had Empire Today come to my home to give me an estimate on carpet and vinyl flooring. I knew I was gonna be comparing pricing being that this was my first time getting my floors done but the price I was given would only be valid if the offer was excepted and a deposit was made on that day. Estimate was $10918.80 and a deposit of $5460 was made. I read that it take 30 days for a refund it’s now October 24, 2023 and still no refund. Looks like Empire Today is sticking it to me cause of my decision to use another company.

On 10/16/2023 I had carpeting installed in our newly finished basement. The gentlemen that were her to install were pleasant - but they did a job on my walls with dents, scratches, and dirty hand prints on my newly sheet rocked, newly painted walls. I called customer service and was advised the contract stipulates that you may get some scratches … which I get … but this was excessive.

The sales people that came earlier were excellent too.

This is an unfortunate situation as the carpeting looks great, but the wall damage has soured our experience with you. I will now pay my contractor to redo the painting, at my expense because of the actions of your agents.

To Whom it may Concern,

I had carpet laid in Nov. 2022 though your company,

I also purchased a protect plan for stain,

I noticed that I have a stain where my rocker recliner set,

I have called numerous times, and have left numerous messages, But When I do speak to someone, they keep telling me, that some one will return my call with in 3 days, This has been going on since the end of Sept 2023.

No one knows what is going on,

I'm trying to get the stain taken care of

Elizabeth Tegenkamp